This is an email account that the ticket system will scan (Example: support@abc.com) and enter the data from the emails into the ticket system. This should probably be an email account that ONLY handles tickets. That way it can load it into the ticket system, delete the email, and be waiting for the next one.Ticket is created --> email is sent to user (SMTP)User replies to email --> email goes to mailboxTicket system checks email box (every n minutes if clicking in system or if on cronjob)Ticket system finds email (with ticket number associated), dumps data into ticket system, and deletes email.I have my system to scan every three minutes when agents are in the system, every 5 minutes for nights and weekends. If you do not set up cron job, it will only check when someone is clicking on stuff in scp (someone please correct me if I am wrong)